Account Management Lead

Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system.

Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges.

From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:

- Hire the best people around the world;
- Emphasize the value of results over hours put in;
- Provide flexibility in working hours and locations;
- Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
- Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.

The **Account Management team lead** will play a critical role in leading and managing a team of Account Managers to ensure our client's satisfaction and to help them to achieve their desired outcomes.

The **Account Management lead **will be in charge of guiding the team, supporting them, and influencing them to get the best out of them. This role requires exceptional leadership and communication skills, a strategic mindset, and a passion for customer success will be instrumental in order to get to the department's goals.

**Location**:Remote - APAC

**What You Will Do**:

- Lead and manage the team, providing coaching,mentoring, and guidance to ensure individual and team success.
- Communicate effectively team goals, Key Performance Indicators and individual performance targets.
- Monitor progress and report effectively and in a timely manner to higher leadership, the performance of their team, feedback, hurdles and needs.
- Conduct regular team meetings, 1-1´s, Performance Reviews, share best practices, and facilitate knowledge sharing to enhance the team's effectiveness.
- Constantly ensure that their team is up to date and has a wide knowledge about: the platform, add on´s to sell, consultative selling practices and industry trends.
- Encourage a culture of continuous learning and professional development within the team.
- Handle escalations from the AM´s working closely with internal teams to deliver optimal solutions.
- Assist AM´s with escalations, renegotiations, and approvals of exceptions in order to retain and improve the customer experience.
- Participate in cross-departmental meetings with other team leads to be synchronized, detect needs, and share and receive feedback of their team members.
- Analyze customer data and feedback to identify trends, opportunities, and areas for improvement, and share with leadership initiatives and ideas to enhance retention and reduce churn.
- Collaborate with cross-functional teams like Partnerships, Product and Marketing during pilots of new products/services, platform improvements or new integrations.
- Help higher leadership with the designing and execution of a comprehensive customer success strategy aligned with the company's overall goals and objectives.
- Ability to build and generate reports in SF and Zendesk in order to monitor performance and generate leads.

**Secondary Functions (Preferred skills)**:

- Understanding of the hospitality industry - continuously staying updated on industry trends, strategies, and best practices
- All other duties or special projects as assigned.

**Knowledge Skills and Abilities**:

- Exceptional ability to communicate and foster positive business relationships
- Demonstrated experience in leading and managing a team, including setting goals, providing feedback, and fostering a collaborative work environment.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Strong problem-solving and conflict resolution skills, with the ability to handle escalated customer situations with professionalism.
- Proficiency in customer success software tools like Salesforce, Zendesk, CRM´s and ability to create and handle spreadsheets and google docs.
- Exceptional ability to communicate, negotiate, and foster positive business relationships with customers and internal stakeholders.
- Deep understanding of customers' concerns and thoughts regarding the use of products.
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organizat